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CX Talks: Four key areas to think about to ensure a successful digital transformation

Join Matt, Tom and Ben, in this episode of CX Talks as they discuss the four key areas to think about to ensure a successful digital transformation, and explain their importance: Business Organisation Customer Technology.

CX Talks: Four key areas to think about to ensure a successful digital transformation

Join Matt, Tom and Ben, in this episode of CX Talks as they discuss the four key areas to think about to ensure a successful digital transformation, and explain their importance: Business Organisation Customer Technology.

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Meet the author

Matt Cheung

CEO
Matt Cheung
CEO
Matt co-founded Clarasys in 2011 and was appointed CEO in 2017. In his consulting career, he specialised in the transformation of marketing, sales, order management and billing through the use of process and technology change. As CEO his focus is on ensuring the success of our clients and our people. Matt has two small kids who like to make their presence felt on video calls. In his spare time, he is happiest on a mountain or reading a book.

Tom Carpenter

Principal Consultant
Tom Carpenter
Principal Consultant
Tom Joined Clarasys in November 2014 following two years at Detica. Tom is one of our most experienced CX and agile digital product specialists. Since joining Clarasys, Tom has delivered numerous CX discovery and digital transformation projects across a range of industries from healthcare to financial services. This enables Tom to advise on best-practice customer experiences and delivering in an agile and user-centric manner across the end-to-end lifecycle. Tom’s background in business architecture ensures design and definition of solutions that put the users and customers at the heart. This, coupled with broad technical expertise, ensures a solution can be defined that truly solves the client’s needs. In his spare time, Tom is an avid Formula One and cycling fan.

Ben Lover

Associate Director
Ben Lover
Associate Director
Ben has over 11 years of cross-industry consulting experience having joined Clarasys from Accenture in 2015. Ben has a broad range of project and CRM experience across the lifecycle including project/delivery management, business analysis and implementation. He is comfortable managing onshore and offshore teams through complex releases with strong stakeholder management skills and is able to translate functional and technical issues into a clear direction. Ben applies agile principles and innovation/expertise to projects. Ben spends lots of his time away from work participating in and watching an array of sports.

Join Matt, Tom and Ben, in this episode of CX Talks as they discuss the four key areas to think about to ensure a successful digital transformation, and explain their importance:

  1. Business
  2. Organisation
  3. Customer
  4. Technology.

The trio talk about the significance of aligning your digital transformation to your business strategy and why it’s important to have an overarching vision for your business, despite individual and departmental priorities.

Matt uses his experience to talk about a trap that people can often fall into during digital transformations and explains why accepting change is crucial.

They move on to talk about how being honest on the maturity of the organisation and individual customers needs should drive transformation decisions. As well as considering how employees are affected by the change and what impact that will have on customer experience (CX).

Finally, Tom asks Ben and Matt what important things need to be considered relating to technology itself. They explain why being clear on the problem you are trying to solve with a digital transformation will make technology selection easier and why technology alone should not drive the transformation.

We will be delving further into each focus point in our upcoming podcasts.

Listen here

If you would like to learn more about how we can help you on your digital transformation journey or speak to Tom, Matt or Ben, please contact us.

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